U

Friday, September 20th, 2024 2:10 AM

Internet Connection Drops Intermittently

I've been experiencing issues where my internet will drop for about 30 seconds at a time, multiple times a day. When I log into my modem (Netgear CM700), there are a lot of error messages and it seems like the problem may be somewhere between Xfinity and my modem. Everything was working great until recently, maybe the past 2 or 3 months. Can anyone help me with this?

There are no splitters between the Xfinity box and my modem.

The cable from the box to my modem appears to be in good condition with tight connections.

Time Priority Description
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 17:30:22 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 18:08:33 Critical (3) No Ranging Response received - T3 time-out
Sep 14 2024 18:08:37 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 14 2024 18:11:28 Critical (3) No Ranging Response received - T3 time-out
Sep 15 2024 09:33:36 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 15 2024 09:36:28 Critical (3) No Ranging Response received - T3 time-out
Sep 15 2024 10:28:45 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 15 2024 12:36:23 Critical (3) No Ranging Response received - T3 time-out
Sep 16 2024 12:47:33 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 16 2024 12:47:38 Warning (5) Lost MDD Timeout
Sep 16 2024 12:49:03 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 16 2024 17:51:34 Critical (3) No Ranging Response received - T3 time-out
Sep 17 2024 09:55:45 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 17 2024 11:41:49 Critical (3) No Ranging Response received - T3 time-out
Sep 17 2024 14:04:20 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 17 2024 18:45:20 Critical (3) No Ranging Response received - T3 time-out
Sep 18 2024 09:01:49 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 18 2024 09:12:45 Critical (3) No Ranging Response received - T3 time-out
Sep 18 2024 11:10:01 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 18 2024 11:37:58 Critical (3) No Ranging Response received - T3 time-out
Sep 18 2024 15:32:19 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 18 2024 16:36:46 Critical (3) No Ranging Response received - T3 time-out
Sep 18 2024 21:03:25 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 18 2024 22:10:23 Critical (3) No Ranging Response received - T3 time-out
Sep 18 2024 23:17:14 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 19 2024 01:27:48 Critical (3) No Ranging Response received - T3 time-out
Sep 19 2024 01:27:49 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 19 2024 03:29:39 Critical (3) No Ranging Response received - T3 time-out
Sep 19 2024 03:29:40 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 19 2024 03:50:00 Critical (3) No Ranging Response received - T3 time-out
Sep 19 2024 11:08:23 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 19 2024 11:08:24 Critical (3) No Ranging Response received - T3 time-out
Sep 19 2024 11:09:28 Critical (3) Ranging Request Retries exhausted
Sep 19 2024 11:09:28 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Sep 19 2024 11:09:52 Critical (3) No Ranging Response received - T3 time-out
Sep 19 2024 12:06:07 Critical (3) Ranging Request Retries exhausted
Sep 19 2024 12:06:07 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
Sep 19 2024 12:06:28 Critical (3) No Ranging Response received - T3 time-out
Sep 19 2024 12:14:11 Critical (3) SYNC Timing Synchronization failure - Loss of Sync
Sep 19 2024 12:32:35 Critical (3) No Ranging Response received - T3 time-out

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 531000000 Hz Locked
Connectivity State Ok Operational
Boot State Ok Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
1 Locked QAM 256 4 453000000 Hz 4.0 dBmV 40.3 dB 69602 328840
2 Locked QAM 256 5 459000000 Hz 3.9 dBmV 38.9 dB 59798 243838
3 Locked QAM 256 6 465000000 Hz 3.9 dBmV 38.9 dB 54900 225851
4 Locked QAM 256 7 471000000 Hz 3.9 dBmV 38.9 dB 60848 277979
5 Locked QAM 256 8 477000000 Hz 3.7 dBmV 38.9 dB 46269 168133
6 Locked QAM 256 9 483000000 Hz 3.9 dBmV 38.6 dB 47084 199705
7 Locked QAM 256 10 489000000 Hz 3.9 dBmV 38.9 dB 55244 222019
8 Locked QAM 256 11 495000000 Hz 3.7 dBmV 38.9 dB 39043 130399
9 Locked QAM 256 12 507000000 Hz 4.0 dBmV 38.9 dB 53486 255598
10 Locked QAM 256 13 513000000 Hz 4.0 dBmV 38.9 dB 37909 138366
11 Locked QAM 256 14 519000000 Hz 4.0 dBmV 38.9 dB 36943 163681
12 Locked QAM 256 15 525000000 Hz 3.9 dBmV 38.6 dB 48086 214614
13 Locked QAM 256 16 531000000 Hz 3.5 dBmV 38.9 dB 25640 61959
14 Locked QAM 256 17 537000000 Hz 3.5 dBmV 38.6 dB 33210 144665
15 Locked QAM 256 18 543000000 Hz 3.2 dBmV 38.9 dB 49706 234965
16 Locked QAM 256 19 549000000 Hz 3.2 dBmV 38.6 dB 28633 90150
17 Locked QAM 256 20 555000000 Hz 3.4 dBmV 38.9 dB 31547 150887
18 Locked QAM 256 21 561000000 Hz 3.5 dBmV 38.6 dB 40796 197615
19 Locked QAM 256 22 567000000 Hz 3.7 dBmV 38.6 dB 22513 72655
20 Locked QAM 256 23 573000000 Hz 3.9 dBmV 38.6 dB 22599 97733
21 Locked QAM 256 24 579000000 Hz 3.5 dBmV 38.9 dB 34034 158769
22 Locked QAM 256 25 585000000 Hz 3.7 dBmV 38.9 dB 16399 36283
23 Locked QAM 256 26 591000000 Hz 3.9 dBmV 38.6 dB 28636 139511
24 Locked QAM 256 27 597000000 Hz 3.7 dBmV 38.9 dB 32712 152685
25 Locked QAM 256 28 603000000 Hz 3.5 dBmV 38.6 dB 12857 34349
26 Locked QAM 256 29 609000000 Hz 3.5 dBmV 39.2 dB 4905 57973
27 Locked QAM 256 30 615000000 Hz 3.4 dBmV 38.6 dB 7270 65726
28 Locked QAM 256 31 621000000 Hz 3.2 dBmV 38.6 dB 9658 31574
29 Locked QAM 256 32 627000000 Hz 3.2 dBmV 38.6 dB 5672 61747
30 Locked QAM 256 33 633000000 Hz 3.5 dBmV 38.2 dB 6720 68302
31 Locked QAM 256 34 639000000 Hz 3.7 dBmV 38.2 dB 10443 21080
32 Locked QAM 256 35 645000000 Hz 4.0 dBmV 38.6 dB 5713 55363

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 2560 Ksym/sec 10400000 Hz 43.3 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 16400000 Hz 43.3 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 43.8 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 29200000 Hz 43.8 dBmV
5 Locked ATDMA 5 5120 Ksym/sec 35600000 Hz 44.3 dBmV
6 Locked ATDMA 6 2560 Ksym/sec 40400000 Hz 43.8 dBmV
7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV

Accepted Solution

Expert

 • 

106.5K Messages

14 days ago

@XfinityAldrik When are you guys going to start sharing what the solutions are instead of just saying things are solved so that other readers here may benefit ??? After all, this is supposed to be a public help forum and not a private / internal platform.....

(edited)

15 Messages

There is a really extensive problem with XFINITY internet and you are correct, EG, they are not communicating publicly with their customers about this. 

My issue was resolved after FORTY SEVEN HOURS spent by me with XFINITY's "customer support" chat & phone centers. They are a complete & total nightmare. When you finally get through to someone they start at the beginning of their troubleshooting checklist. Never mind if you've JUST been through the steps with the XFINITY "Assistant" app *and* with multiple agents already. This happens over and over and over and over and no agent will ever escalate you to a supervisor, no matter how many times you ask. I've concluded they must get dinged in their job performance evaluations if they ever pass along a call. 

My internet issues started immediately after an area-wide outage that an XFINITY agent told me was probably due to XFINITY 'laying new fiber in your area.' After ** eight years ** of basically totally stable internet, my internet started dropping every 1-4 minutes. I'm a consultant and work from home and it cost me A LOT of income and I've lost some clients because I couldn't even remain on a Zoom or Teams meeting for more than a couple minutes for weeks.

It was a total nightmare. An XFINITY tech came out, the timing was a big inconvenience for me but okay ... and the minute he walked in he said oh! I see your problem, you're using your own equipment! And that was it. He didn't check the line coming into the house, nothing. But he did show me on his XFINITY tech app that it showed my modem had been disabled. He asked when I'd disabled it, and I said I had *never* disabled. it. Some guy later called me from "corporate" and it was a very weird phone call. He asked for my modem's MAC number (or whatever it's called) and after I read it off to him my internet suddenly started working. I asked what he did and he said oh nothing. Acted like it was just coincidental. Then my internet was great and stable -- for ONE DAY. Then the nightmare started all over again, XFINITY internet dropping every 1-4 minutes, total mayhem to my work... and I was back in the XFINITY "support" chat/call vortex.

FINALLY I cried UNCLE!!! And I drove to the nearest XFINITY store to just pick up their freaking equipment. Had to wait 30 minutes in the store to see an agent there, and they were empathetic and said to just contact them in the future. I told them I was losing my mind dealing with the XFINITY call/chat support. 

Set up the modem, then no internet at all. Another THREE HOURS with XFINITY "support" trying to get it fixed. The offshored agents just make stuff up. They said oh! it's your electricity, it's cutting out! (it wasn't, the lights never flickered even on the new modem, etc). FINALLY after three-plus hours, got to an agent who said they were in the Philippines & claimed to be a supervisor. After much time, and once I added a man (my brother) into the call ... they finally said they were "sending through a signal" on the internet line "that only the supervisors can do" ... and ten minutes later the modem started working and the internet has been steady ever since. (you apparently need a man to be talking to these people, there seems to be sexism going on for sure)

Who knows what actually happened to fix the connection. It was entirely an XFINITY line issue. But ... XFINITY has all the power in all of this, they can say whatever they want to show they don't have a problem, but they do.

Today I talked to a friend who lives 20 miles away... about other stuff in our lives, and out of the blue she started complaining that her XFINITY internet has been so bad the past weeks that she can no longer work from home. Said she can't deal with the call & chat agents, can't get anywhere with them.

Comcast/XFINITY needs to come clean with the issues going on everywhere with their equipment.

(and now an Comcast/XFINITY employee will delete this post, saying it's a "rant" -- watch it!) 

(edited)

3 Messages

The problem was solved. The tech came out to my house and tested my lines and my signal quality was great. The problem was my cable modem (Netgear CM700) which was about 5 years old and only a DOCSIS 3.0. I purchased a new cable modem (Motorola B12) from Amazon and have had no issues for the past 4 days.

Official Employee

 • 

1.6K Messages

Good evening @user_fqopy6! It is important to us to get your services working as they should be. I also work from home depend on my internet too. We regret to hear it took multiple attempts to resolve this issue. It should have been resolved within the first tech appointment. We are glad to hear your services are back online and would like to forward your feedback about this experience. Could you please send our team a direct message with your full name and full address? To send a "Direct Message" to Xfinity Support:


Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 - An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Official Employee

 • 

2.3K Messages

22 days ago

Hey there, user_i8pxu6, thanks for reaching out through Xfinity Forums regarding your internet connection. I rely on my connection for work, so we definitely want to ensure it is working properly for you! I would like to take a look at your connection on our end. 

 

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

 

15 Messages

22 days ago

same thing has been happening with our Xfinity internet for weeks. Never happened before.

 Cannot get actual help from Xfinity for this, just hours and hours and hours on phone and chat support with people offshored around the world, who can only do limited things. Had a technician visit, he showed us that our modem had been disabled in the Xfinity system. A guy from corporate called and somehow re-enabled the modem, everything was great for about a day then the constant dropping began and has never stopped.

We're going to have to leave Xfinity, cannot work from home with this terrible internet. And Xfinity has wasted just a TON of our time.

3 Messages

It could possible be issues with your equipment. With all the errors in the error log on my modem, I ruled out my router (which is separate from the modem). I boiled it down to either my cable modem or interference in the lines somewhere between Xfinity and my modem. Once the tech tested that I was getting great signal to my modem, I decided that it must be the modem, since it was old and used older DOCSIS 3.0 technology. Since purchasing my new cable modem and getting it set up, my internet has been great. You can just activate it on the Xfinity app pretty easily.

Official Employee

 • 

1.6K Messages

14 days ago

Thanks again for reaching out to us @user_i8pxu6! I'm glad scheduling a technician was able to resolve the intermittent connection issues!

forum icon

New to the Community?

Start Here